Director, Global Scaled CS

About This Opportunity

We are representing a confidential SaaS infrastructure organization in their search for a Director, Global Scaled Customer Success. This is a leadership role for a digital-first strategist who can transform how commercial customers are supported and retained at scale.

You will lead a global team focused on "one-to-many" customer success models, blending automation, AI-driven tools, and human expertise to deliver exceptional outcomes across thousands of users. This is not a traditional account management role—we're looking for an architect of scaled digital journeys who can drive retention and growth through innovation.

Location: USA (Remote)

Responsibilities

• Lead and grow a global team of Customer Success Managers focused on the commercial segment, fostering technical excellence and proactive advocacy
• Design and execute a sophisticated "one-to-many" customer success strategy that maintains high engagement through scalable, automated models
• Build end-to-end digital customer lifecycles with automated onboarding and adoption paths that accelerate Time to Value milestones
• Identify and implement AI-driven tools and workflows to deliver personalized experiences at massive scale
• Lead the creation of digital-first resources including automated webinars, interactive documentation, and self-service hubs
• Monitor commercial customer health metrics to identify and address value gaps, ensuring technical utilization translates into business outcomes
• Partner with Renewals leadership to develop precise forecasts and drive higher retention and expansion rates across the scaled segment

What We're Looking For

• 10+ years of professional experience in Customer Success, Account Management, or Professional Services within SaaS or infrastructure environments
• 5+ years leading and scaling high-performing teams in global or remote settings
• Technical background with experience leading Technical Account Manager (TAM) or Technical CSM functions; comfort discussing API management, microservices, or cloud infrastructure is highly preferred
• Proven track record building automated customer journeys and leveraging CS platforms (Gainsight, Totango, ChurnZero, or similar) to drive scale
• Strong data analysis skills with the ability to translate complex datasets into actionable retention strategies and accurate financial forecasts
• Digital-first mindset with passion for using technology and AI to transform customer engagement
• Experience in the SaaS infrastructure or developer tools space is a strong plus

How We Work With You

Our talent team at Get A Job.ai partners with leading technology companies to connect exceptional candidates with transformative opportunities. When you apply through our platform, a dedicated recruiter will review your background and conduct an initial screening. If there's a strong match, we will submit your profile to our client and guide you through their interview process. Please do not contact the client directly—all communication should flow through Get A Job.ai to ensure the best candidate experience.

Pay

Compensation details will be discussed during the screening process and are competitive with market standards for this level of leadership role.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse and inclusive recruiting process. We welcome applications from candidates of all backgrounds and experiences.